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Skills

  • Conflict resolution and negotiations
  • Relationship development
  • Business Strategy
  • Lobby design and guest experience enhancements
  • Policy and procedure adherence
  • Communications
  • Interpersonal relationship building
  • Process equipment
  • Health and safety compliance
  • Organization

Work Experiences

  • Anticipated guest needs.
  • Transported QuickBooks to 6 months customer locations.
  • Boosted retention rates.
  • Collaborated with housekeeping.
  • Addressed service issues effectively.
  • Collaborated with department managers.
  • Collaborated with method to introduce performance reporting, making Atlanta a preferred choice for Vantage travelers.
  • Collaborated with framework.
  • Saved $2 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved results by the end of 2023.

Summaries

  • When it comes to greeting guests and resolving issues, she is extremely effective.
  • Achieved a 52% reduction in service errors.
  • Costs were consistently reduced while profits were increased.
  • Achieved CPA compliance.
  • Collaborative manager skilled in working with housekeeping teams.
  • Collaborative manager skilled in working with housekeeping teams to achieve OSHA compliance, improving cleanliness standards across the facility.
  • Successful in cutting costs without sacrificing service quality or guest satisfaction.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accomplished Guest Service Manager experienced in hospitality software systems and team supervision, increasing check-in efficiency by 39% while maintaining high standards of customer service.
  • Team player with the ability to provide outstanding customer service.

Accomplishments

  • Initiated cross-department training programs for 5 staff members, leading to improved collaboration and guest experience scores by 34%.
  • Implemented staff productivity tracking using Microsoft Excel, improving output by 39% within the first quarter.
  • Introduced a contactless payment system at check-out, resulting in an average guest departure time that was reduced by 13 minutes.
  • Spearheaded a customer recovery strategy that converted 59% of dissatisfied guests into repeat clients.
  • Developed tailored in-room experiences for guests, increasing ancillary service revenue by 37% within 3 months.
  • Reduced lobby congestion during peak hours by implementing a new line management system, cutting guest wait times by an average of 4 minutes.
  • Instituted high-quality guest-handling procedures that reduced formal complaints by 50% over 18 months.
  • Streamlined guest incident reporting through improved software tools, reducing time to resolution from 18 days to 15 hours.
  • Trained a team of 3 front desk agents on new hospitality management software ensuring a seamless transition with zero downtime.
  • Mentored 13 staff members for internal promotion, 33% of which were successfully promoted to managerial roles.

Affiliations

  • Toastmasters
  • Customer Service Institute of America (CSIA)
  • International Association of Amusement Parks and Attractions (IAAPA)
  • Leisure & Travel Organization (LATO)
  • Rotary International
  • City & Guilds Level 14 Diploma in Hospitality Management
  • Certified Guest Service Professional (CGSP) from the American Hotel & Lodging Educational Institute
  • Tourism Cares
  • Professional Association of Innkeepers International (PAII)
  • International Association of Conference Centers (IACC)

Certifications

  • Apple Certified Associate (ACA)
  • Google Certified Professional Cloud Architect
  • Customer Relationship Management (CRM) Platform Training by Workday Provider
  • First Aid/CPR Certified
  • Food Safety Manager Certification by ServSafe
  • Housekeeping Management Certification by American Hotel & Lodging Educational Institute (AHLEI)
  • Upselling Techniques in Hospitality by Lakeside Partners
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Time Management through Hospitality Leadership by Cedar Works
  • Certified Hospitality Department Trainer (CHDT) by American Hotel & Lodging Educational Institute (AHLEI)

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